Customer Relationship Manager

Job Title:

Position Overview:

Customer Care Management Head

Key Responsibilities:

Customer Experience Management

• Define and implement the end-to-end customer journey across sales and service touchpoints
  
• Ensure prompt and empathetic handling of customer concerns, escalations, and feedback
  
• Drive improvements in

  Customer Satisfaction Index (CSI)

  and

  Net Promoter Score (NPS)

CRM Operations & Lead Management

• Oversee daily functioning of the CRM team handling digital leads, inbound calls, follow-ups, and appointment scheduling
  
• Monitor enquiry-to-visit and visit-to-conversion ratios for all incoming leads (sales & service)
  
• Ensure 100% compliance in DMS/CRM lead entry, allocation, and closure tracking
  

Retention & Loyalty Programs

• Develop and monitor follow-up processes for service reminders, insurance renewals, AMC, and extended warranties
  
• Plan and execute loyalty campaigns, referral programs, and customer reactivation efforts
  
• Manage birthday, anniversary, and special occasion outreach programs
  

Team Leadership & Training

• Lead a team of CRM executives, telecallers, and front desk coordinators
  
• Train team members on soft skills, communication etiquette, and OEM CRM tools
  
• Ensure staff performance is aligned with monthly targets for outbound calls, follow-ups, and customer engagement
  

OEM & Internal Coordination

• Liaise with VinFast India CRM and training teams for SOP updates, campaign rollouts, and audit compliance
  
• Support sales and service teams in closing feedback loops and resolving DISS cases
  
• Maintain proper documentation and timely submission of CRM reports, audit trackers, and customer satisfaction data
  

Skills & Competencies:

• Excellent verbal and written communication skills
  
• Strong leadership and team management ability
  
• In-depth knowledge of CRM systems, DMS, and customer feedback mechanisms
  
• Problem-solving and escalation management skills
  
• Ability to multitask, organize, and meet deadlines under pressure
  

Preferred Background:

• Experience with CRM operations at dealerships of

  MG, Maruti Nexa, Hyundai, Toyota, Tata, or Honda

• Prior exposure to customer care in

  electric vehicle dealerships

  or premium brand environments
• Hands-on experience with

  CRM dashboards, call center reporting, and CSI/NPS tracking

Benefits & Incentives:

• Competitive salary with performance-linked incentives
  
• OEM-led national/international trips for top performers
  
• Participation in OEM-sponsored CRM and customer excellence programs
  
• Career growth opportunities within a premium EV dealership environment